Customer Service Manager manages a team or unit of customer service representatives and ensures service levels are met or exceeded. Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction. Being a Customer Service Manager monitor and measure service metrics and utilize to develop standards, improvements, or changes to process. Make recommendations for changes to products or services based on customer feedback and requests. Additionally, Customer Service Manager typically requires a bachelor’s degree in business, marketing or its equivalent. Typically reports to a senior manager. The Customer Service Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Customer Service Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required.
Customer Service Manager Job Description Template
Our company is looking for a Customer Service Manager to join our team.
Responsibilities:
- Maintain an orderly workflow according to priorities;
- Take ownership of customers issues and follow problems through to resolution;
- Control resources and utilise assets to achieve qualitative and quantitative targets;
- Keep ahead of industry’s developments and apply best practices to areas of improvement;
- Adhere to and manage the approved budget;
- Analyse statistics and compile accurate reports;
- Keep accurate records and document customer service actions and discussions;
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment;
- Set a clear mission and deploy strategies focused towards that mission;
- Improve customer service experience, create engaged customers and facilitate organic growth;
- Develop service procedures, policies and standards.
Requirements:
- Awareness of industry’s latest technology trends and applications;
- Customer service orientation;
- Proven working experience as a customer service manager, retail manager or assistant manager;
- BS degree in Business Administration or related field;
- Working knowledge of customer service software, databases and tools;
- Proficiency in English;
- Strong client-facing and communication skills;
- Organized and detail-oriented individual who works well with deadlines;
- Strong verbal communication and people management skills;
- Self-starter with the ability to work independently in a fast-changing environment;
- Genuine interest in helping our users as they go about what may be a life-changing experience;
- Team player with strong analytical and project management skills;
- Ability to excel in a metrics-driven environment;
- Ability to adapt and handle operational needs as necessary;
- Energized by the opportunities and challenges of working at a small and growing company.